[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Citizens Financial Group jobs](https://jobs.opennash.com/companies/citizens-financial-group/) · [Search jobs](/search/) Citizens Financial Group · Johnston, RI # Collections & Recovery Complaints Analyst Johnston, RI, United States Finance & Accounting Listed on Citizens Financial Group’s official careers site. Posted October 6, 2026. Check that it is still open and apply there. [Apply on Citizens Financial Group’s careers site →](https://hcgn.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/49007) [OpenNash Jobs](https://jobs.opennash.com/) / [Citizens Financial Group](https://jobs.opennash.com/companies/citizens-financial-group/) / Collections & Recovery Complaints Analyst ## Job description The Collections and Recovery Complaints Analyst serves as a critical business-line resource responsible for identifying, investigating, and resolving issues driving escalated customer complaints, legal cases, operational losses, and regulatory risk. This role conducts in-depth root cause analysis to uncover process breakdowns, control weaknesses, and emerging risk trends, partnering across Collections, Recovery, Risk, Compliance, Legal, and Operations to develop and implement sustainable solutions. The analyst is accountable for driving corrective actions, strengthening controls, validating remediation efforts, and ensuring issues are resolved at their source to prevent recurrence. This role plays a key part in improving customer outcomes, reducing risk exposure, and enhancing operational effectiveness across the Collections and Recovery organization. ### Primary Responsibilities Lead complex investigations of escalated customer complaints, legal matters, and operational issues to determine underlying root causes. Analyze complaint, legal, and operational data to identify recurring themes, trends, and opportunities for improvement Identify systemic process gaps, control weaknesses, and emerging risks through trend analysis, case reviews, and business-line research. Drive the development and implementation of corrective action plans designed to prevent issue recurrence and improve customer outcomes. Partner with Risk, Compliance, Legal, Operations, and business-line leadership to address Risk, and remediation activities. Design, enhance, and monitor business controls to mitigate operational and regulatory risk. Perform targeted testing and validation activities to assess control effectiveness and identify process vulnerabilities. Measure and validate the sustainability of remediation efforts and process improvements. ### Required Skills/Experience 2+ years’ Collections experience at a financial institution Strong interpersonal and communications skills. Proven organization skills, attention to detail, and ability to handle multiple projects simultaneously. Strong analytical and problem-solving skills – ability to think critically in order to diagnose problems, determine key findings and opportunities from data, analytics and internal/external research, prioritize strategic solutions, and present clear and comprehensive recommendations to senior management. Ability to work in a fast-paced changing environment. Proficient with Microsoft Office applications; Advanced with Excel and PowerPoint. ### Education/Certifications Education: Associates or Bachelor’s Degree preferred. Relevant work experience may be substituted in lieu of degree. ### Hours and Work Schedule Hours per Week: 40 Work Schedule: Monday – Friday, 8am-4:30pm Hybrid - 4 days in office ## At a glance - Posted by the employer: Oct 6, 2026 - First seen by OpenNash: Oct 10, 2026 - Last checked: Oct 18, 2026 - Listed for: 12 days - Location: Johnston, RI, United States[Apply on Citizens Financial Group’s careers site →](https://hcgn.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/49007) ## More jobs at Citizens Financial Group ### [Asset and Liability Sr. Analyst - QRM Specialist](https://jobs.opennash.com/companies/citizens-financial-group/jobs/2901770969ba20cb3b3a/) Johnston, RI, United States ### [CSI Principal Control Professional - Johnston, RI or Charlotte, NC](https://jobs.opennash.com/companies/citizens-financial-group/jobs/8b4dbda56a30a9f34169/) Johnston, RI, United States ### [Coll & Default Strat Sr Prof](https://jobs.opennash.com/companies/citizens-financial-group/jobs/5d7585a9fb3c726bd005/) Johnston, RI, United States ### [Finance Director - Credit Card & Unsecured Lending](https://jobs.opennash.com/companies/citizens-financial-group/jobs/a4f5f036abbdb11031fe/) Johnston, RI, United States ### [Intraday & Real-Time Analyst - 2nd Shift](https://jobs.opennash.com/companies/citizens-financial-group/jobs/ff99d5a1ed16aa33d0b5/) Johnston, RI, United States ## Similar jobs at other companies ### [Marcus by Goldman Sachs, Complaints Team Leader, Analyst | Draper, UT](https://jobs.opennash.com/companies/goldman-sachs-group/jobs/2507f3eb2dde104083a6/) Goldman Sachs Group · Draper, United States ### [Applications Development Technology Lead Analyst, Collections & Recovery](https://jobs.opennash.com/companies/citigroup/jobs/c37837ad1fa08a619426/) Citigroup · Irving Texas United States ### [Sr Recovery/Resolution Analyst](https://jobs.opennash.com/companies/unitedhealth-group/jobs/8709f7db5a76faa9944a/) UnitedHealth Group · Minnesota ### [Collections Analyst](https://jobs.opennash.com/companies/trane-technologies/jobs/ab8a47c39196bda203d3/) Trane Technologies · La Crosse, Wisconsin, United States of America OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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